Customer Care Operations and Documentation Specialist

Overview

Create, maintain docs & training for Customer Care technical support, manage incidents

Key Responsibilities

• documentation
• training design
• incident management
• process owner
• knowledge base
• version control

Tasks

-Develop, standardize, and maintain documentation for FLASH notices, incident management processes, and related Customer Care procedures. -Support technical support initiatives and ensure integration of service-related content into training and documentation. -Evaluate documentation and training effectiveness through audits, feedback, and performance metrics, implement improvements accordingly. -Ensure all materials align with the PPQ framework, compliance requirements, and audit standards. -Collaborate with Marketing, Engineering, IT, Technical Support, and Quality teams to refine incident response and communication procedures. -Support onboarding by providing accessible training modules and updated documentation. -Design, deliver, and evaluate training programs to support Customer Care Technical Support employees on processes, incident management systems, and FLASH protocols. -Serve as the process owner/administrator for the incident management platform and FLASH communication process. -Monitor and document incidents, escalations, and resolutions in alignment with company standards. -Establish knowledge base and test AI agent user cases -Partner with leadership, SMEs, and cross-functional teams to translate technical and process details into clear, engaging training content. -Proactively identify knowledge gaps and address them through updated documentation, new training content, or improve processes. -Manage version control, content lifecycle, and accessibility of documentation across platforms (e.g. SharePoint, Confluence, LMS).

Requirements

• sharepoint
• salesforce
• confluence
• associate degree
• 3+ years
• collaboration

What You Bring

-Demonstrated ability to work collaboratively across departments (Customer Care, IT, Marketing, Technical Support, Engineering, Quality). -Competencies in collaboration, communication, action orientation, and high work standards. -Proficiency with documentation and training tools (SharePoint, LMS, Confluence, Articulate, Camtasia, etc.). -Experience with CRM and ERP platforms (Salesforce experience strongly preferred). -Familiarity with incident management, large incident communication protocols, and continuous improvement frameworks. -Strong organization skills with the ability to manage multiple documentation and training projects simultaneously. -Excellent written and verbal communication; able to translate complex technical concepts into clear documentation. -Associate’s Degree required; Bachelor’s Degree preferred in Communications, Technical Writing, Business, or related field. -3+ years of experience in Customer Care, Technical Service, Training, Documentation, or Operations roles.

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Benefits

-Annual Bonus -Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more -Competitive Pay -15 days Paid Time Off + 11 Paid Holidays -Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage -Health Savings Account (HSA) & Flexible Spending Account (FSA) options -Educational Assistance – Tuition Reimbursement up to $5,250 -Eligible for Annual Pay Increases -Comprehensive Health, Vision, and Dental Coverage -Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!

About Badger Meter

-Born over a century ago in Milwaukee, the company pioneered reliable flow meters and water quality products. -Publicly traded (NYSE: BMI). -Its BlueEdge™ and BEACON™ systems modernize water networks with cellular connectivity, real‑time monitoring, and leak detection. -Typical projects range from smart metering rollouts for cities to HVAC and wastewater monitoring in commercial and industrial sites. -Specializes in sectors like municipal water, industrial, and commercial applications, backed by global manufacturing and support. -Has expanded through strategic acquisitions like SmartCover® to monitor sewer systems—extending its tech beyond customer water meters. -Known for innovative devices: battery‑free meters powered by water flow and endpoints that store months of data. -Its smart mobile apps (eg. EyeOnWater®) empower consumers to track usage, spot leaks, and manage bills independently.

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